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Frequently Asked Questions

General

What value do gifts come in?

Every gift comes in different values, so you will need to check by selecting your gift and choosing a value from the drop down. You can buy a gift for as little as £5 and as much as £500 depending on the gift you choose.

Is there a limit to how many gifts I can send?

There is no limit to how many gifts you can send, however if you are purchasing a lot of gifts your transactions will be subject to further checks to ensure the security of your payment card, this may delay the delivery of your gift. Occasionally we will require extra information from you in order to process your gift and ensure the security of your payment card. We will email you if this is the case. From time to time we will be running special offers which may have limited availability. Please check the T&C's during promotions.

Can I get my money back if my gift is lost or stolen?

You must treat your gift as if it were cash, because any value on the card cannot be refunded if it is lost or stolen.

When does my gift expire?

Please refer to the relevant gift terms and conditions.

Can someone else use my gift?

Yes, whoever is in possession of the gift can use it, so please treat your gift as cash and keep it secure at all times.

Do I have to spend the whole value of the gift in one transaction?

Please refer to the terms and conditions for your chosen gift. In the majority of cases any unused balance remains on your card until it is spent or the card expires.

I am having trouble using my gift online, what do I do?

Firstly, check the redemption instructions and the terms and conditions for your gift and ensure you are following the instructions provided. Type in the code into the website manually as sometimes copying and pasting does not work. If you are still experiencing problems using your gift please contact our help desk: [hello@giftcloud.com](mailto: hello@giftcloud.com) with the email address you used to purchase the gift and a screenshot of the error so we can investigate this for you.

I am having trouble using my gift in-store, what do I do?

Firstly, check the redemption instructions and the terms and conditions for your gift and ensure you are following the instructions provided. If you are still experiencing problems using your gift please contact our help desk: [hello@giftcloud.com](mailto: hello@giftcloud.com) with the email address you used to purchase the gift and the details of the store you tried to use your card in so we can investigate this for you.

Can I top up my gift?

Unfortunately we cannot add funds to your gift.

I tried to use my gift and the retailer told me my balance was lower than I expected, what can I do?

Ask the retailer if they can tell you the starting balance of your gift. If this is lower than the amount you paid, please contact us at [hello@giftcloud.com](mailto: hello@giftcloud.com) and we will look into it. If the balance matches what you paid, ask the retailer if they can tell you where and when the gift was used. If you do not recognise these transactions, then your card may have been used by someone other than you.

My gift has expired. What can I do?

Please check the terms and conditions for your gift. If you believe your gift should still be valid, please contact the retailer with the date you purchased the card.

Receiving a gift

I've received a gift, how do I use it?

Instructions on how to redeem your gift can be found at the bottom of the gift page and the gift PDF. Every gift can be used differently, so please make sure you read them carefully before using your gift.

My friend has sent me a gift, how can I find it?

Please follow the link within the email or SMS you received. You will then be able to use the gift immediately or download a PDF version for later use.

I've received a gift; do I need to redeem it within a certain amount of time?

Yes, all our gifts have expiry dates. Please check the Terms and Conditions of the individual gift for expiry information as each gift may be different. These can be found when you click the link from your email or on the gift PDF.

I don't like the gift I've received, can I exchange it?

Unfortunately gifts are non-refundable and cannot be exchanged.

Must I use the full value of my gift on a single transaction?

This depends on the individual Terms and Conditions of the gift. These can be found when you click the link from your email or SMS or on the gift PDF.

I've received a gift from someone I don't know… How is this possible?

You have been sent a gift as someone has entered your email address or telephone number as the delivery address of a gift they have purchased. If you believe you have received a gift by mistake, please contact us at [hello@giftcloud.com](mailto: hello@giftcloud.com) so we can investigate.

Queries on cashback

How does my cashback track?

As long as you have visited from the TopCashback site you're sale should track into you're TopCashback account

What if my cashback hasn't tracked

If you have placed an order and your sale has not tracked please raise a cashback claim via the customer case section of the TopCashback site (found under My Account when logged in to TopCashback

Sending a gift

How do I find the right gift to send?

You can browse our most popular brands here

How do I buy a gift for myself?

Once you have chosen your gift simply choose your value, enter your email address and choose ‘Buy for Me’. You will be taken straight to the checkout page where you will be asked to enter your payment details. Your gift will be available as soon as payment has been accepted, pending any additional security checks on the transaction.

How do I buy a gift for someone else?

Once you have chosen your gift simply choose your value, enter your email address and choose ‘Buy as a Gift’. You will be asked to customise your gift by entering a message, delivery details and the time you wish the gift to be sent. You will then be taken to the checkout page where you will be asked to enter your payment details. Your gift will be delivered to the intended recipient by email and/or SMS at the time you chose, subject to any additional security checks on the transaction.

How much does it cost to send a gift?

It costs you nothing to send a gift; the only charge is the value of the gift itself. If however, you choose to pay using your credit card there is a small surcharge.

Can I pay with PayPal?

Unfortunately it is not possible to pay via PayPal currently.

Can I get a refund on a purchase?

We regret that gifts are non-refundable and cannot be exchanged or cancelled once purchased.

My payment is not going through

If you are having problems with unsuccessful payment, please double check the following:

  • The card type you have selected is correct
  • The address details are exactly the same as the ones on your bank statement.
  • Your card is registered in the UK – unfortunately we cannot accept payments from cards that are registered overseas.
  • Your card is not American Express or a VISA purchasing card – unfortunately we do not accept these cards at this moment. If you are still experiencing problems, please contact us at [hello@giftcloud.com](mailto: hello@giftcloud.com)

I've accidentally sent a gift to the wrong email address/mobile number can I amend it?

Please contact us at [hello@giftcloud.com](mailto: hello@giftcloud.com) with your order number and new delivery details and we can send your gift to the correct place. Unfortunately if the email address or mobile number you have originally sent your gift to is in use we have no way of stopping that person from downloading and using the gift. Please note gifts must be treated as cash and it’s important you double check the delivery details before completing your purchase.

Can I choose for a gift to be delivered on a certain day and at a certain time?

Yes you can schedule a gift to be sent today or up to 3 months in the future by choosing a particular date and time.

Can I send gifts to friends in a different country?

This is possible, however the gifts are currently only redeemable within the UK. Please check the terms and conditions and redemption instructions of your gift before making your purchase. Our system will also only accept payment from cards registered in the UK.

I've sent a gift but it hasn't been delivered yet - what went wrong?

Please allow up to 12 hours for the recipient to receive their gift. If you sent the gift by email, please ask the recipient to check their email account – including the junk folder. If you sent the gift to a mobile number, please ask the recipient to check their messages for a message from UK.
If the gift still hasn’t been received, please contact us at [hello@giftcloud.com](mailto: hello@giftcloud.com) with your order number and we will look into it for you. Sometimes we may experience a high volume of traffic on the website, this may in some cases result in a delay in the delivery of your gift.

Does my friend need to be a customer in order to receive my gift?

No - they can simply click the link in their email/SMS and use their gift immediately or download the PDF for future use.

I only want to send a gift by SMS, can I do this?

Yes, you can send a gift to either and email address or a UK mobile number.

If only I could send a gift to myself rather than a friend…

You are in luck! You simply need to choose the ‘Buy for Me’ option after you have selected your gift.

I want to send a personalised gift to a recipient with the same email as myself am I able to do this?

Yes – you can personalise any gifts and send a gift to someone using the same email address as you, simply choose the ‘Buy as a Gift’ option at the start.